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Service Design, features of Production Line Approach. www.unitedworld.edu.in

Service design is the activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between service provider and customers

Service Design, features of Production Line Approach. www.unitedworld.edu.in

1.
Service Design
Service design is the activity of planning and organizing
people, infrastructure, communication and material
components of a service in order to improve its quality and the
interaction between service provider and customers. The
purpose of service design methodologies is to design according
to the needs of customers or participants, so that the service is
user-friendly, competitive and relevant to the customers. The
backbone of this process is to understand the behavior of the
customers, their needs and motivations.[
Features of Production Line Approach :
Limited discretionary action of personnel
Division of labour
Substitution of technology for people
Service standardisation
The production-line approach pioneered by McDonald’s refers
to more than just the steps required to assemble a Big Mac. It

2.
treats the delivery of fast food as a manufacturing process
rather than a service process as McDonald’s believes that this
concept could overcome mane problems inherent in the
concept of service itself.
Service implies subordination of the server to the served and
manufacturing, on the other hand, focusses more on other
things rather than people. Thus, in manufacturing and at
McDonald’s, the orientation is more towards efficient
production of output and not on the people working o the
process.
McDonald’s marketing and financial skills and its careful control
over the execution of each outlets’s central function – the rapid
delivery of a uniform, high quality mix of prepared foods in an
environment of obvious cleanliness, order, and cheerful
courtesy have taken McDonald’s to great heights of success.
Production-line approach of McDonald’s :
McDonald’s French fryer allows cooking of the optimum
number of French fries at one time.
A wide-mouthed scoop is used to pick up the precise
amount of French fries for each order size.( The employee
never touches the product)
Storage space is expressly designed for a predetermined
mix of prepackaged and premeasured products.

3.
Cleanliness is pursued by providing ample trash cans in
and outside each facility.(Larger outlets have motorized
sweepers for the parking area)
Hamburgers are wrapped in a colour-coded paper.
Through painstaking attention to total design and facilities
planning, everything is built integrally into the McDonald’s
machine itself – into the technology of the system. The
only choice available to the attendant is to operate it
exactly as the designers intended.
Self-Service Approach :
Self-Service is a process automation solution for the end user
enabling you to push the process of service ordering and
management away from the IT department and out into the
business.
End users and IT staff manage requests and resources through
an easy-to-use web interface, backed by a powerful process
engine and large set of automated workflows.
Benefits :
Better service quality
Saves time through faster management and execution
requests
Process and resources traceability and transparency
Positive and user experience with IT issue management

4.
In contrast to the production-line approach, the service process
can be enhanced by having the customer take a greater role in
the production of the service. Company websites, automatic
teller machines, self-service gas stations, salad bars and
e-tickets are approaches that shift the service burden to the
consumer. Many customers like self-service because it puts
them in control, For others, this philosophy requires some
selling on the part of the service organization to convince
customers that it helps them.
C.H.Lovelock and R.F.Young propose a number of steps,
including developing customer trust, promoting the benefits of
cost, speed, and convenience, and following up to make sure
that the procedures are being effectively used. In essence, this
turns customers into “partial employees” who must be trained
in what to do and, must be fail-safed in case of mistake.